They have stole my money ...what now?

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Two months ago I returned a parcel to ASOS.
My refund was due and it never arrived.
Contacted them on live chat (this is the only customer service method now ) and they apologised and told me they would process my refund and to expect a confirmation email in 24 hours.
Nothing arrived.
Since then 2 months have passed and I've been on live chat around 15 times.
Each time they tell me they will re process the refund and a email will confirm in 24 hours.
Then 24 hours passes and they say it didn't go through but they don't know why.
They told me they would escalate it to the specialist team and they would respond in 48 hours (2 months later and no response)
Live chat tell me to allow more time and they will escalate again.

There's no telephone number ,the email address now doesn't respond to emails
Twitter /Facebook/Instagram don't respond to queries.
I've spoke (on live chat ) to 5 managers who all tell me different things
"Technical glitch"
"Please be more patient"
I can't talk to a real human
What can I do ?
This is for £300
Have I lost my money?
I paid via clearpay and I made all the payments to clearpay.
Speaking with clearpay they've said that ASOS haven't told them I returned the order so no refund.

Time to go to your bank/credit card company for a refund

Do you have proof of the return as it is very difficult to progress these things unless you do?

I had similar with H&M and Marks recently and luckily I had the tracking slips as otherwise they wouldn't have just taken my word. Good luck, it's very frustrating dealing with these companies who are happy to take your money but not good at returning it when they should.

Financial ombudsman.

Yeah I have my Royal Mail returns postage
They have told me my parcel was received back to ASOS on the 16 th April.
Yet every time they tell me they are refunding me ...they don't.

If it were me I’d Google the CEO of the company and politely email them with all the details. As you’ve been patient it’s time to escalate.

Send a letter before action to

ASOS
Greater London House
Hampstead Road
London
NW1 7FB

Tweet them?

I had a similar issue with John Lewis, called my credit card company and asked for a charge back. 24 hours later John Lewis called, refunded in full, plus a credit for my trouble.
Your card company can advise, or your bank if it’s a debit card.

If you paid with your credit card, then you can dispute the item on the credit card statement and state the item was returned. Tell the company that you are now contacting your credit card company to claim the refund back, they should refund you pretty quickly once they know your credit card company will chase them.

Agree with everyone else: contract your credit card company and start the chargeback process.

If you didn't use a credit card, small claims court and send a notice of claim.